Heypi Care Service

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff had developed a trusting relationship with people and people felt comfortable receiving care and support. Staff respected people’s privacy and dignity and provided compassionate care.

The provider treated people as individuals and made sure people’s care and support met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff were respectful of people’s individual differences, including in relation to their faith, culture and sexuality. Staff used people’s preferred name and pronoun. Staff gave people time and space to follow their faith, especially at times of prayer. A care worker said, “I am informed about the person's likes, dislikes, cultural and religious preferences, routines, goals and outcomes they wish to achieve. This information helps me understand the individual's needs and ensures that care is delivered in a safe, person-centred and consistent manner.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care and wellbeing.

Beginning with the assessment and throughout care delivery, staff assessed what people were able to do independently and where they required support. People were involved in their care and their choices were respected. A care worker told us, “I support people to be as independent as possible by focusing on what they can do rather than doing things for them. I involve them in decisions, encourage choice, break tasks into manageable steps, and provide the right level of support, prompts, or aids where needed.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff knew the people they were supporting and provided any support they required at the time they required it. Information was included in people’s care plans about any regular pain they experienced or restricted mobility that needed to be taken into account when providing personal care support.

Crisis and contingency plans were in place so staff knew what to do should a person’s health deteriorate so they were able to access timely care.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff felt well supported and that their wellbeing was respected. They told us there was good access to the management team and felt comfortable speaking with them. A care worker said, “Yes, I feel the management team look after staff. They are approachable and supportive when I need guidance or assistance. I can raise concerns with them, and they listen and respond appropriately.”